• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Purpose-built AI for CX

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Summary

          Instantly summarize interactions to accelerate resolution times and efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Industries

      By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Services
        • Explore all Services

        Professional Services

        • Professional Services

          Industry-leading expertise, tools and know-how

        • Implementation Partners

          NICE-certified implementation partners

        • Business Consulting

          Your partner for successful transformation

        Training

        • Contact Center Training

          Tailored education delivered by CX experts

        Support & Assistance

        • Customer Support

          Global support you can depend on

        Make the smartest buying decision with the latest Gartner analysis

        NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.

        Get report

      • Resources

          Knowledge Base

          • All Resources

            Whitepapers, datasheets, demos and more

          • Analyst Perspectives

            Contact center reports from third party analysis

          • Terms Glossary

            Detailed descriptions of industry-related terms

          • FAQs

            Contact center focused frequently asked questions

          • Guides

            Expert insights for superior CX

          Learning & Insights

          • On-Demand Webinars

            Browse our extensive webinar catalog

          • Interactive Product Tours

            Explore the complete platform with our self-guided demos

          • Blog

            CX industry guidance by contact center experts

          • Why NiCE? Video Series

            Step Inside The Room Where It Happened to see CX AI in action

          • NiCE & Simple: Video Demo Series

            Brilliant, bite-sized videos from our top product pros

          Community

          • Events

            Upcoming events and webinars

          • Customer Stories

            Our customer's success is paramount. Read case studies about real CX transformation

          • NiCE Clubs

            Collaborate, learn, and share best practices for customer service excellence

          Discover the full value of AI in customer service

          Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

          Calculate your savings

        • Company

            Company

            • About Us

              Powering seamless cloud experiences

            • Investors

              Investors relations, reports and filings

            • Global Offices

              Interactive map of locations worldwide

            • Careers

              View job openings and learn about our culture

            • NiCE Leadership

              Meet our global leadership and executive team

            News & Media

            • Events

              Upcoming events and webinars

            • Press Releases

              Find the latest updates from NiCE

            • Media Center

              Media contacts and resources

            Corporate Governance

            • NiCE Trust Center

              Securing your trust with every interaction

            • Market Leadership

              Discover why NiCE is the market leader

            • Corporate Responsibility

              In a world where you can be anything, be NiCE

            Make the smartest buying decision with the latest Gartner analysis

            NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.

            Get report

            • ENLanguages
              • English
              • Deutsch
              • Français
              • 日本
              • 简体中文
              • العربية
              • 한국
              • Español
            • Get Started
              • Login
              • Status
              • Support
              • Partners
              • Pricing
              • Careers
            • Home
            • Resources
            • Case Study: Dominion National

            Customer Story

            • CUSTOMER PROFILE
            • 01 THE BEFORE
            • 02 DESIRE TO CHANGE
            • 03 THE SOLUTION
            • 04 THE RESULTS
            • 05 THE FUTURE
            • What can NiCE do for you?

            • VIEW A DEMO

            Company

            • About Us
            • Careers
            • Global Leadership
            • Media Center
            • Investors
            • Awards
            • Global Office Locations
            • Contact Us
            • CCaaS
            • Customer Experience
            • NiCE Public Safety
            • NiCE Actimize
            • NiCE RPA

            Partners

            • NiCE Partners Overview
            • Developer Partners (DEVone)
            • CXone Mpower Partner Portal
            • NiCE Help Partner Portal
            • NiCE User Group

            Customer Support

            • Customer Support Overview
            • CXone Mpower Support Login
            • NiCE Customer Support
            © 2025 NiCE
            • Terms of Use
            • Site Map
            • Privacy Policy
            • Legal
            • Cookies Settings
            • Accessibility

            Stay Connected

            © 2025 NiCE

            Case Study: Dominion National

            Dominion National and CXone Chat Meet Demand for High-Quality Multichannel Service

            Dominion National uses CXone Interaction Analytics to improve customer satisfaction.

            View story

            CUSTOMER PROFILE

            01 THE BEFORE


            Closing a gap

            Dominion National has worked to improve both customer and employee experience significantly in recent years by overhauling contact center operations. The company improved contact center solutions through NiCE CXone to make agents better informed and reduce wasted time and repeated information from callers. Enhancements in supervisory tools reduced the amount of manual effort required of senior call center staff. These improvements boosted agent efficiency and produced a meaningful lift in service levels to 86.3%.

            As this evolution continued, Dominion wanted to address the growing demand among consumers and providers for the same depth and quality of service available from voice agents, but without a voice connection.

            02 DESIRE TO CHANGE

            Chat produces quick wins

            In a typical week, Dominion agents handle over 10,000 contacts with a significant increase in contact volume during the annual open enrollment period for benefits between October and March. Efficiency improvements in voice operations helped Dominion make meaningful improvements in productivity and SLA, but voice agents can only handle one inquiry at a time.

            A soft launch of basic member-to-agent chat in late 2021 convinced the company that a serious investment in chat could provide significant returns and improve Dominion’s face to the customer. A trial run started an open-ended conversation between customers and agents, and Dominion observed that it required a great deal of typing on both sides to achieve a successful outcome. By monitoring conversational patterns in the open-ended chats, Dominion recognized that a semi-automated chat function would provide faster outcomes and better demonstrate its commitment to service for customers and providers.

            03 THE SOLUTION

            Chat channel adoption grows with delivery of effortless experience

            Dominion started a full rollout of live customer chat via NiCE CXone in early 2022. What began as an unbranded and no-frills experience was quickly enhanced with specific brand messaging and clearer calls to action, including a prominent banner on the Dominion homepage.

            As adoption accelerated, the Dominion team further enhanced the chat experience with pre-screening options such as claims status, provider search, website support, or payments, which put the contacts in immediate context for agents. Agents realized greater productivity as the Dominion team added scripted and repeatable responses that agents can send to members with a single click, helping them answer common questions quickly. “We’ve already implemented over 20 scripted responses for everything from turnaround times on claims to important phone numbers, making it easy for agents to assist members without having to type everything out,” said Duke Hubbard, Dominion Customer Service Supervisor. “And our workforce management team can add any new scripted response in a matter of minutes. It’s a game-changer.”

            Today, Dominion serves both customers and providers seeking live chat connections with a combination of full-time chat agents and hybrid agents who operate across multiple contact queues.

            04 THE RESULTS

            Instant customer approval and a new source of business insights

            The uptake of chat from Dominion customers and providers exceeded expectations. Chat volume has steadily grown each month, from 1,300 chats in June 2022 to 5,000 in January 2023. Today about 14% of Dominion contacts are handled via chat.

            Dominion’s agents took to chat immediately because they are so familiar with it in their daily lives. The pre-screening options and scripted responses resulted in greatly improved handle times, leading productivity improvements that are paying off for the company. Even as chat volumes continue to climb, the agent team has remained small. “We run chat with just eight agents because they’re three to four times more efficient than a telephone agent at this point,” Hubbard said.

            Because expanding interaction channels also expands convenience, chat did not lead immediately to a corresponding drop in phone volume. It did, however, cause a notable drop in monthly email contacts, suggesting that customers inclined to put their requests in words welcome the option to reach faster resolutions.

            Dominion National already boosted year-over-year SLA with its 2021 contact center overhaul, and the chat queue has exceeded its SLA goals so well that the company moved quickly to add more simultaneous chat sessions. “Last year, our SLA was 83% and, year over year, it’s improved to 86.3%,” said Elbert Parker, Dominion workforce manager. “And with chat agents typically handling two to three times more contacts than agents on the phone, we’re beginning to see reductions in cost-per-contact.”

            Chat has also been added as an option for internal help desk and Level Two support needs. Because agents can reach out for help over chat, and that help can be provided in multiple simultaneous sessions, this enhancement means more efficient, faster, and better resolutions for callers as well as greater confidence for agents that they can get timely, expert advice when needed.

            To further improve customer satisfaction, Dominion National uses CXone Interaction Analytics to analyze customer and agent sentiment. Chat is easily captured, structured text, and so provides a new channel of insights into customer reasons for contacting Dominion and potential areas for improvement in the company’s processes. “Customer sentiment is very important for our understanding of the customer experience, and the accuracy of reading sentiment from the chat is very high, even higher than voice,” Parker said. “And chat analytics also help us understand potential areas for agent quality improvements.”

            Chat sentiment analysis also helps Dominion tweak the number of simultaneous chats assigned to each agent to avoid burnout. Root-cause analysis has surfaced underlying reasons for spikes in contact volume, such as an issue in the financial department which leads more customers to seek a live agent. “We’re learning more about call drivers and specifically chat drivers and are reporting on that and making organizational changes, when necessary,” Hubbard said. “There are too many positives to this not to adopt chat.”

            05 THE FUTURE

            More options for business partners and customers

            Dominion plans to further improve the convenience and prominence of its chat capabilities, including offering the chat function directly on partner sites so joint customers can reach Dominion agents for help. This is expected to produce customer satisfaction ripple effects throughout the Dominion business ecosystem. The company is also looking into AI-powered automated chatbot assistance which can provide context-sensitive responses for members seeking help with the provider locator or payments without the need for a live agent.

            The most exciting option to come may be the integration of a time-tested technology: access to agents over SMS text from any mobile phone. The incoming SMS texts look the same as a conventional browser-based chat interaction to Dominion agents, changing nothing about their workflow. But for Dominion customers, SMS text provides more flexibility to engage with a benefits expert through the method they prefer at any moment.

            Because mobile phones are such a tightly integrated part of the everyday experience, Dominion expects that the convenience of SMS chat will directly reduce the number of voice contacts. “We’re going to tell callers on the IVR and on the site that SMS is another option to reach us, and we think we’re going to see significant call deflection as a result,” Parker said.

            Download PDF version

            Additional Case Studies

            Dominion National is a leading insurer and administrator of dental and vision benefits
            Case Studies

            Dominion National is a leading insurer and administrator of dental and vision benefits

            DSW connects its global contact centers with the CXone cloud platform
            Case Studies

            DSW connects its global contact centers with the CXone cloud platform

            CXone Workforce Management: Just what the doctor ordered
            Case Studies

            CXone Workforce Management: Just what the doctor ordered

            View All Case Studies

            Contact us

            If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

            ABOUT

            Dominion National is a leading insurer and administrator of dental and vision benefits. It offers a variety of product types including employer-paid, voluntary, customized, and off-the-shelf. Agents work out of two U.S. offices and through a BPO (business process outsourcer) in the Philippines to supplement its workforce during peak times, including open enrollment from October through March. The agents use phone, chat, and email to answer queries about insurance coverage, claims reimbursement and more.

            INDUSTRY

            Insurance

            WEBSITE

            https://www.dominionnational.com/

            LOCATION

            Headquartered in Arlington, VA

            SIZE

            80 agents serving over 900,000 members and providers

            GOALS

            • Improve contact flexibility for customers and providers
            • Improve customer satisfaction across all channels
            • Improve agent productivity

            PRODUCTS

            • CXone Omnichannel Routing
            • CXone Chat and Email
            • CXone Interaction Analytics
            • CXone Performance Management
            • NiCE Quality Management
            • NiCE Workforce Management

            FEATURES

            • Omnichannel sentiment analytics
            • Root-cause analysis of contact reasons and spikes in volume
            • One-click scripted chat responses
            • Ability to build Q&A pre-screening and options to provide context to live agents
            • Personalized, branded experience
            • Multiple simultaneous chat sessions per agent
            • Pre-formatted responses to speed resolution of simple inquiries

            Get Started with NiCE

            Join the thousands of businesses who trust NiCE to create exceptional customer experiences with purpose-built AI.

            Get a quote